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CXone Mpower vs Talkdesk
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.2 / 5
4.7 / 5
Value for Money
4 / 5
4.5 / 5
Customer Support
4 / 5
4.6 / 5
Functionality
4.1 / 5
4.4 / 5
Last Review Written
March 18, 2025
March 20, 2025
Pros/Cons
Pros
- Overall, the experience has been great. Especially on the analytics part, it helps me with identifying key areas I should be concentrating on so my team can be effective in their role.
- The Product itself is quiet robust. Ease of use and ease of access is wonderful and adds a lot of flexibility to the workforce.
- Support of NICE is amazing and agents would need a very minimal to no training. The screen is slick and intuitive and hardly see any crashes.
Cons
- Sometimes it would show "Call refused" when no alert came through, which was frustrating for someone in a call center.
- There is no backup or failsafe when there is an outage. There are days that go by where people have continual issues logging in and clearing cache and cookies SHOULD fix, but does not.
- NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error. There are times that customer could not hear agent on the other line yet or vv.
Pros
- Good integration with Zendesk. Custom reporting options are really amazing and can give great insights into the business.
- Talkdesk allows you to call people from all over the world with just one click. The overall quality of the calls is usually good and it's a reliable software.
- This software has allowed us to grow and has supported us at every step. Additionally, their CX team is outstanding and very supportive.
Cons
- The inability to add a call on the other line without it being a transfer, the inability to access settings while in a call, inability to add notes to a call while doing a warm transfer.
- I hate having to click more than I need to just to make a call, and it burdened me when I was trying to power down my list.
- When listening to recordings, the caller and agent voices go between 2 speakers on the headphones and its a bit irritating.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
N/A
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
FrontRunners
2024
FrontRunners
2025
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
N/A
N/A
Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
